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Here are some of the most frequently asked questions regarding shipping insurance, shipments, returns & exchanges. If you have another question or concern, please contact us and we can help!
email: websales@skihaus.com or call (603) 898-1722
Why is "Route Package Protection" insurance in my cart?
Ski Haus cannot be held responsible for loss, theft or damage during shipping. That's why we added Route shipping insurance to protect your purchase from loss, theft or damage in transit. You'll see a small fee automatically added to all shopping carts based on the price of your order. If you do not wish to purchase insurance, simply change the quantity to zero. However, if you need to make a claim and you did purchase Route, please visit https://claims.route.com/
How long will it take to receive my order?
Please allow 2 days handling time before orders are shipped. Expedited shipping does not expedite handling time. All expedited transit times apply to business days, to be delivered Monday-Friday.
Standard Shipping
Orders will be shipped UPS Ground (1-5 business days) and USPS Ground (2-8 business days).
Priority Mail USPS
Orders will be shipped USPS Priority Mail (Transit time: 1-3 Business Days, Delivered Mon-Sat by end of day).
Priority Mail Express
Transit time: 1 Day, Delivered Monday-Sunday
Can I track my order?
Tracking number(s) will be included in your Shipment Confirmation email. All shipments are delivered via UPS or USPS; therefore, yes you can track your package with the proper carrier.
What if UPS/USPS does not service my location?
We cannot ship to PO Boxes. We will try to accommodate customers with unique shipping situations if contacted prior to ordering. In some cases we may use an alternate carrier for your shipment in order to expedite your order. We make every effort to get your order to you in the fastest most economical way possible.
Can I buy online and pick up in store?
In Store Pick Up - If you would like to pick up your order at one of our stores, choose in store pick up at checkout. Please enter which location you would prefer to pick up at in the order comments line. Please DO NOT proceed to the store until you receive a confirmation email. Not all of our products are available in each store, and it may take a few days to get your order to the preferred pick up location. If you are looking for same day pick up, please call the store before placing your order to find out which location it is available in.
How will you pack my items?
Your item may not arrive in its original box. Whenever possible, we practice GREEN SHIPPING: Reduce. Reuse. Recycle. In our continued effort to minimize waste and lessen our impact on the environment, please note that your order may arrive in a slightly used box or reused packing materials. We hope that you will reuse the original box if you choose to return/exchange your order.
Do you ship internationally?
We do NOT ship physical items outside the domestic United States. We apologize for this inconvenience.
Why is my order so late?
This could be for a number of reasons:
Occasionally, very popular items will be purchased from our retail floor before we can physically obtain them to fulfill online sales. In this case, we will do our best to fulfill your order ASAP through our vendors. Please accept our deepest apologies for this inconvenience.
-or-
USPS & UPS may not be performing as efficiently as they were in the past—due to Covid-19, a lack of drivers and/or employees; one or more may delay delivery expectations. We are not responsible for shipments once they leave our store, therefore, we cannot guarantee your package will arrive by a specific date. Using your confirmation email from Ski Haus, please contact the carrier directly for reimbursement.
USPS Customer Care Center
Email: USPS® Customer Service (clickable link)
Call: 1-800-ASK-USPS® (1-800-275-8777)
Hours of Operation
Monday – Friday 8 AM – 8:30 PM ET
Saturday 8 AM – 6 PM ET
UPS Customer Care
1-800-742-5877 (1-800-PICK-UPS®)
What if my package never arrived or the product was damaged?
Please email us at websales@skihaus.com with your tracking number and what happened to your shipment. To avoid any damage, especially for high-ticket items, we recommend Route shipping insurance to be purchased at checkout to protect your order from damage or theft.
Can I return my item?
If you're not happy with your purchase for ANY reason, simply ship back your unused item within 14 days of order date for a full refund, unless it’s a clearance item. All clearance items are final sale. You can also drop off returns in any of our 3 store locations within the 14 days of your online purchase. If you choose to drop off in-store, please note these returns can only be processed Monday-Friday.
Will I receive a full refund?
Refunds will be issued for unused, full-priced merchandise with original tags, authorized for return within 14 days of online purchase. Customers are responsible for any shipping fees by the carrier. Refunds are issued in the form of original payment.
What is the Return Process?
Please follow the below instructions for your return:
You are responsible for shipping merchandise back to us after obtaining an RMA to receive refund
Obtaining a Return Merchandise Authorization (RMA)
Email: websales@skihaus.com
within 14 Days of your purchase to obtain an RMA.
Provide your confirmation number, name, address and items you’d like to return.
We will follow up with you regarding the specifics of your return and issuance of the RMA.
Do NOT ship any items without obtaining an RMA first.
Add the RMA# on the outside of your shipping container and within the box itself.
Upon receipt of your return, Ski Haus will process the return and issue a refund in the form of original payment within 24 hours.
Shipping Address:
Ski Haus
Online Sales Dept.
317 S. Broadway
Salem, NH 03079
What is the Exchange Process?
If you want to exchange your item, the most efficient way to execute is to place a new order for the desired replacement product(s). This allows us to process and ship the replacement item(s) immediately.
Meanwhile, you return the original product you wish to exchange in accordance with the Return Process outlined above.
What if my return was a Christmas gift?
Unused items purchased between Thanksgiving and December 25th may be returned if they have original tags attached. We will accept returns 7 days after Christmas for a full refund.
What if I still have questions about my return?
Always feel free to contact us at websales@skihaus.com with any questions.